Profile: Team Leader

This position will promote professional and personal development of agents through consistent performance evaluations, and training. The OIT TL works closely with the OIT Lead to ensure operational program success by monitoring and reporting metrics, auditing and spot checking agents’ deliverables, and performing Root Cause Analysis and Retrospectives. The OIT TL, along with the OIT Lead also meets regularly with the client to review and disseminate project updates and forecasts

Responsibilities:

Champion both staff development and performance management as appropriate. Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow, and retain employees. Monitor team for those who may or may not continue with the organization. Subject Matter Expert of all tasks and must be able to perform frontline work related to responding and resolving important events, answering escalations, reporting and resolution. Monitor queues throughout all service windows. Make service adjustments to ensure quality and service level. Communicate business continuity challenges, propose quick and accurate mitigations. Stay up to date on social media trends and best practices. Identify and address potential issues or crises in a timely manner. Participate in cross-functional projects and initiatives.

Qualifications:

Experience in dealing with escalated issues in a contact center capacity Knowledge of social media monitoring and analytics. Exceptional time management, organizational, and prioritization skills to complete work in a timely manner Excellent project management and organizational skills. Background in Sprinklr is preferred Prior experience in call center; back-office, content management and Social Media Monitoring are preferred

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world. We don’t just dream of a better way – we make it happen. We take care of our people, clients, company, communities and climate by doing what’s right. We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer: 
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.